Case Background and Challenges
When we compare hospitals that struggle with performance management, they often have unrelated circumstances. Are there communication issues? Client service concerns? Training deficits?
After experiencing stagnant growth over the prior two years, this hospital came to us with a myriad of concerns. Their practice manager and owner were both passive and did not hold employees accountable—their inconsistency was demonstrated in a scenario where they acknowledged three “problem” employees, yet for these aforementioned employees’ performance evaluations, they said they were “excellent.” They also experienced problems with their senior staff refusing to train their junior staff, with no repercussions.
On top of these concerns, their staff survey also highlighted their many problems:
- 77 percent of the staff felt that team members were not held accountable
- 55 percent of the staff felt that problems in the hospital were not dealt with effectively
- 25 percent of the staff felt that morale was terrible